Job Description

Job Description

Job Description

Description:

POSITION SUMMARY: The primary responsibility of the Assistant Hotel Manager is to manage the operations of the Front Desk, Valet, Transportation, and Bell Services.

Top 5 Specific Job Functions:

• Coordinate the development, interpretation, and implementation of hotel policies, operating procedures and training programs, manuals, directives, work schedules as well as the policies and procedures of the departments within the division
• Obtain maximum results in the utilization and appearance of the hotel, quality levels, performance and standards of service
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction
• Ensure quality hiring, training, and succession planning processes that encompass the Company’s diversity commitment
• Ensure adherence to guest service standards within established departmental policies and procedures

Other Specific Job Functions:

• Provide input into and executes strategic plan consistent with the annual business/marketing plan as submitted to the General Manager
• Provide input and direction in the development of the departments’ fiscal budget. Responsible for managing the monthly activity of all inventories, including balancing of the warehouse supplies and purchases. Contributes to short term and long term profitability for the property
• Monitor departmental expenditures, prepares justification for budget variations and projected increases for new projects
• Promote and develop team-oriented philosophy stressing the importance of providing unparalleled commitment to excellence in service
• Respond to guest service interactions in a professional and timely manner, achieving positive resolutions
• Monitor, document, and notify the Director of Hotel Operations of any problems that may impact or jeopardize the achievement of current future departmental objectives
• Perform all duties as deemed necessary for the success of the department
• Develop new and analyzes existing procedures and special promotions that will improve guest patronage
• Create, read and evaluate reports, generates correspondence, statistical reports and proposals with alternative solutions where needed
• Provide the guest service vision for Room Reservations staff and evaluate the effectiveness of the vision execution
• Provide constant communication of information to reservation staff on changes at the property or in the department
• Evaluates supervisor calibration of monitoring and coaching standards to ensure guidelines are met
• Review morning reports for Operations meeting including forecast versus actual reports to report occupancy and revenue, phone report to evaluate call volume, conversion percentage, and room and suite counts to monitor inventory and rate
• Communicate with key Hotel operation’s staff regarding inventory and revenue
• Review hourly room counts and make the necessary rate adjustments
• Attend pre-convention and site inspection meetings upon request to discuss room utilization for groups
• Train and direct the hotel’s Front Services, Valet, and Transportation staff
• Ensure guests are treated courteously, complaints and problems are resolved, and requests for special services are carried out
• Ensure all accounting, payroll, and employee relations matters are handled in compliance with hotel policy and applicable laws
• Approve expenditures, and ensure expected standards for the Front Service department are met
• Control transportation for hotel and transient guests by providing VIP’s with limousine, buses, and drivers
• Oversee Valet, Transportation, and Bell departments’ daily functions by dealing with guest and employee relations, vacation requests, employee discipline, operating the time clock and ensuring all guests are treated with mutual respect.
• Perform all duties deemed necessary for the success of the department

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Required:

• Minimum High School graduate
• Experience in managing Front End and Back End Union employees
• Ability to organize and prioritize work and meet deadlines
• Minimum one-year experience as a supervisor
• Position requires the exercise of considerable managerial skill, as the position involves frequent decisions, meeting deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization, development, and coordination of large scale work projects
• Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form. Ability to read and communicate verbally and in writing to prepare complex occupancy reports and other correspondence
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts
• Proficient computer skills. Ability to access and input information using a moderately complex computer program
• Ability to deal with a number of problems requiring initiative and good judgment
• Must be able to communicate effectively in English, in both written and oral forms

Preferred:

• Available to train and work all shifts (Day, Swing and Grave)
• Available to work weekends, holidays and special events
• Previous experience working in a similar resort setting

CERTIFICATES, LICENSES, REGISTRATIONS:

• Gaming Card
• Alcohol Awareness Card

KNOWLEDGE/SKILLS/ABILITIES:

• Excellent customer service skills.
• Interpersonal skills to effectively communicate with all business contacts.
• Ability to effectively communicate in English, in both oral and written forms.
• Previous Hotel PMS experience, preferably LMS
• Microsoft Office experienced in Outlook, Word, Excel

Plaza Hotel is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Plaza Hotel will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

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